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Systems Support Specialist

Location: Chelmsford, MA


ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

Works to provide CRM (Salesforce.com) database support under the direction of Sales Systems Manager.  Functions include but are not limited to basic salesforce.com admin functionality, daily maintenance of application, performing data cleanup, preparing how to/training documentation, and troubleshooting support to end users as necessary.  This role will collaborate with existing team to focus on updates and development for system initiatives.  Responds as Tier II support level for users looking for assistance.  Tracks all issues and/or enhancement requests as cases. 

Essential Functions:

  • Responsible for daily system maintenance processes as needed
  • Responsible for verifying new account requests and creation process
  • Responsible for verifying requests for account updates such as name changes, Parent/Child Relationships and association/re-association of any records within CRM accounts
  • Responsible for account/contact/opportunity de-duping/merging as necessary
  • Analyze, develop, configure, test, existing or new functionality as necessary
  • Develop and/or maintain training documentation and materials as they pertain to various user types/groups and business processes
  • Assist with other tasks in CRM or other databases as needed
  • Cross Train with Help Desk Systems Team as necessary to familiarize with Tier 1 end user calls regarding CRM application/other ZOLL applications and also work to familiarize Help Desk Systems Team to become familiar with Tier II type answers to end user CRM questions

Skill Requirements:

  • Experience with Salesforce.com Sales and Service Clouds
  • Experience working with Salesforce Classic and Lightning experiences
  • Experience with lightning components
  • Experience with transitioning from Classic to Lightning experiences
  • Experience with Data Loader, Demand Tools and Apps/Installed Packages
  • Working knowledge of Salesforce CPQ
  • Familiar with a variety of field's concepts, practices, processes and procedures
  • Ability to clearly define a problem or issue
  • Ability to research in order to resolve issues and properly escalate issues if needed
  • Ability to follow test scripts and execute testing scenarios
  • Organizational, analytical and problem solving skills
  • Strong written and verbal business communication skills
  • Excellent multi-tasking skills
  • Excellent Customer Service skills
  • Detail Oriented
  • Ability to work independently and in a team environment
  • Works collaboratively to achieve team goals
  • Demonstrates commitment to personal, departmental, and company growth

Required/Preferred Education and Experience:

  • 3-5 years of experience utilizing Salesforce.com in an Administrative role
  • BA or BS Degree preferred, or equivalent experience
  • Salesforce Admin Certified

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.


ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 


ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990